Notes

MASTER TEMPLATES!

Hello! I hope you are doing good today.

How may I assist you?

*EMPATHY
First of all, my deepest apologies for the inconvenience this may caused you. Don't worry, let me do my best to help you.

I already read your concern about your order, and I want to apologize for this. I totally understand how important is this for you, let me assure you I'll do my best in order to provide you the best resolution.

I want to apologize for this. I totally understand how important is this for you

First, I apologize because you have not received your refund yet, but do not worry, I am here to help you with this.

Thanks for your kind understanding towards this matter.

Thank you for patiently waiting.

Is there anything else to help you with?

I apologize once again for any inconvenience that you have experienced at this time.

Thank you so much for your recommendation this help us a lot to improve our service at Walmart.com

*REFUND/ REPLACE
I have already processed a refund of $ for your items, you'll receive an email confirmation soon, the refund will be ready within 10 business days in the same card used to place the order.

I already replaced your item in your order, you'll receive an email confirmation with the details soon.

*ORDER LOST AFTER DELIVERY - IN TRANSIT
I'm sorry to hear you're still waiting for the delivery. I have tracked your order and unfortunately, I don't see any movement with this package. We suspect the package might be (). I understand how frustrating it is to pay for an item and not receive it.
We will talk to our carriers to avoid problems like this in the future.

Would you like me to send you a replacement? Don't worry, you won't be charged twice.

I would like to send you a replacement, but my system doesn't allows me now. Would you like me to process a refund?

I would like to send you a replacement, but my system doesn't allows me now. Would you like me to process a refund plus a promo code $ off as compensation that you can use to reorder?

*ORDER IN TRANSIT
I can see on my system that your order will be delivered on () in this link you'll be able to track you order.
I do apologize for this delay in your order, we will talk to our carriers to avoid problems like this in the future.

We are having some delays in some orders for high season.

*GROCERY
I can see on my system that your order was not processed correctly due a system issue for that reason you have not received yet. I apologize for this situation, I understand how important is this for you, Would you like me to cancel this order now and send you a promo code $ off in a future as compensation that you can use to reorder?

I apologize for this issue with your order () in this case I have limited access to the orders from the store over chat, don't worry, I have another option, I could create a request to call you now, and one of our agents on voice team could contact the store to tell you the status and process a refund or replacement as soon as possible.

Do you agree?

I want to apologize for this. I totally understand how important is this for you () I can see on my system that your order it is in transit now this means that should be delivered today by 8 pm or before. Could you be so kind to wait some hours more please? And if you don't receive your package please let us know as soon as possible to check what happened with this delivery.

*LOST SIGNED
I can see on my system that your order was delivered on () and signed by () in this link you'll be able confirm the information.
I do apologize for this incident with your order, my kindly recommendation is to contact your financial institution to process a refund of () because you didn't receive your order.

*MARKETPLACE
I understand how you feel (). But I really want to help you. In this case, I need to escalate your issue to our marketplace seller () to process a refund or replacement of your item sold & shipped by them. They will contact you within 48 hours.

May I escalate your issue?

I have already escalated your issue (). Don't worry, you should receive an answer of the marketplace seller in your phone number or email address within 48 hours. If you don't receive any response from them within 48 hours, please contact us back to help with this.

I understand how you feel (). But I really want to help you. In this case, I need to escalate your request to our marketplace seller () to complete the cancellation of your item sold & shipped by them. They will contact you within 48 hours to know if really, would you like to cancel your order.


*PLACE ORDER
I would like to help you place this order () however I have limited access over chat to protect your payment information. Don't worry, I have another option I could create a request to call you now, and one of our agents on voice team could place this order for you without problems.

Perfect! Just to confirm, is this your phone number?
Could you provide me your phone number please?

I have already created a request to call you now (), do not worry you'll receive a call within 5 minutes.

*PROMO CODE
I am creating a unique code for future credit, which is good for the next 90 days as compensation. It will give you $ off in a future order. Your new order must be $ or more to apply the code. It will work only on this account, and you enter the code in the promotion code box at checkout. You'll receive an email with the code for it shortly, including details on how it can be redeemed.

*PHOTO DELIVERED
I can see on my system that your photo order was delivered on () This means that your order it is ready for pick up. Then my kindly recommendation is to go to the store and ask for the manager, he will be happy to help you, but you must provide this name () because this Walmart employee received your order, do not worry.

ORDER CANCELLED
I'm so sorry your order canceled. All orders go through an automated security check to prevent unauthorized use of your payment method. Your order may have been canceled in error. Don't worry, I already escalated your issue, could you be so kind to place the same order in 1 hour using the same card and address please?

100% SURVEY CLOSING
No problem, I am glad to solve this for you.

No problem, I am glad to solve this for you (). I would truly appreciate if you complete my survey after this chat, this helps me so so much.
Is there anything else to help you with?

Before I let you go, I want to be sure that you received a good service with me on this chat. Please let me know if there are any other questions I can help you with today.

Thank you for being one of my nicest customers today and for allowing me to assist you with your concerns.
I hope I have eased your worries in regards with this matter. Enjoy the rest of the day! Take care!! Bye

Thank you for contacting Walmart.com
Take care!! Bye Bye